COMPLIMENTS & COMPLAINTS POLICY AND PROCEDURE

Transcription

1 COMPLIMENTS & COMPLAINTS POLICY AND PROCEDURE POLICY VERSION NUMBER 1 MEMBER OF STAFF RESPONSIBLE FOR POLICY Principal RECORD OF REVISIONS TO POLICY DATE DETAILS APPROVED BY May 2015 Finalised and added t StaffNet Crpratin and Principal Date f current plicy May 2015 Date f crrespnding Impact Assessment TBC Plicy review date May 2019 Review t be apprved by Crpratin and Principal Cmpliments & Cmplaints Plicy and Prcedure May 2015

2 Intrductin Barnfield Cllege Cmpliments & Cmplaints Plicy Barnfield Cllege strives t prvide the best learning pprtunities and services fr ur learners. If they are dissatisfied with these, r in the way they have been treated, then they will be encuraged t let the Cllege knw s that we can put things right. Cmpliments and cmplaints are regularly analysed and reprted t senir managers and t the Crpratin. The Cllege is sensitive t issues f cnfidentiality and wrks within apprpriate deadlines in which t respnd t cmplaints. We will prvide the same pprtunities t external stakehlders such as parents r related rganisatins. The Cllege als welcmes feedback n gd and exceptinal services. Scpe The Cmpliments and Cmplaints Plicy and prcedure prvides the framewrk within which anyne wh has experienced dissatisfactin with Cllege services can raise their cncerns. This includes cmplaints frm learners, parents, custmers, emplyers, cntractrs, lcal residents and visitrs. The Cllege is keen t ensure this plicy is perated in a cnsistent, fair and nn-discriminatry manner. Purpse As a cllege we are cmmitted t prviding excellent educatin and training and are lking fr cntinuus imprvement in everything we d, whether in the quality f ur curses, the welfare f ur students, custmer satisfactin with ur services r in the relatinships with ur suppliers and neighburs. We welcme yur cmments and will deal with them in a friendly, fair and efficient way. Prcess Please see attached Cmplaints Frm (Appendix 1) and Flwchart (Appendix2). Cmpliments & Cmplaints Plicy and Prcedure May 2015

3 If the Cmplainant feels they have exhausted the Barnfield Cllege Cmplaints Prcess and are still unsatisfied with the utcme then they can cntact the fllwing agencies: 19+ Students The Skills Funding Agency (SFA) Cheylesmre Huse Quintn Rad Cventry CV1 2WT Students Students Educatin Funding Agency (EFA) The Department fr Educatin Sanctuary Buildings 20 Great Smith Street Lndn SW1P 3BT HE Students The Office f Independent Adjudicatrs (OIA) Kings Reach King s Rad Reading West Berkshire RG1 3AA Cmpliments & Cmplaints Plicy and Prcedure May 2015

4 REGISTRATION OF COMPLAINTS FORM APPENDIX 1 Befre cmpleting and submitting this frm yu shuld Read the Barnfield Cllege Cmpliments and Cmplaints Plicy - published n the cllege website and available at cllege receptins r frm the Executive Office Feel cnfident that yu have already attempted t reslve yur cncerns infrmally If yu decide that it is apprpriate t mve int the frmal stage f cmplaint cnsider hw yu will explain yur cmplaint clearly and with relevant detail and what supprting dcuments that might be relevant Abut Yu Name and title (Mr/Mrs/Miss/Ms) address Cntact number (mbile) Cntact number (landline) Student number / Vcatinal Area Prgramme studying / Campus Full time part time Age: Male Female Summary f yur cmplaint yu can full details f yur cmplaint t the Executive Office when this initial frm has been submitted t either luise.barden@barnfield.ac.uk r sphia.irns@barnfield.ac.uk Cmpliments & Cmplaints Plicy and Prcedure May 2015

5 Please attach cpies f any supprting paperwrk t this frm Signature I cnfirm that the infrmatin I have prvided is crrect, t the best f my knwledge, and I give my cnsent fr apprpriate staff t have access t the infrmatin prvided in relatin t this cmplaint. Signed Date Cmpliments & Cmplaints Plicy and Prcedure May 2015

6 Equality Act 2010 The Equality Act 2010 prtects peple against discriminatin n the grunds f their race which includes clur, natinality, ethnic r natinal rigin. * Please indicate yur ethnic rigin Asian r Asian British Bangladeshi Indian Pakistani Any ther Asian backgrund Black r Black British African Caribbean Any ther Black backgrund Mixed White & Asian White & Black African White & Black Caribbean Any ther mixed backgrund White British Irish Any ther White backgrund Other Ethnic Grup Chinese Any ther ethnic grup I d nt wish t disclse this Equality Act 2010 The Equality Act 2010 prtects peple against discriminatin n the grunds f their religin r belief, including a lack f any belief. * Please indicate yur religin r belief Atheism Buddhism Christianity Hinduism Islam Jainism Judaism Sikhism Other I d nt wish t disclse this Please submit the cmpleted frm t any cllege receptin desk fr prcessing Cmpliments & Cmplaints Plicy and Prcedure May 2015

7 Cmplaints Flwchart APPENDIX 2 Cmplainant is dissatisfied with an aspect f the Cllege Cmplainant shuld either: Cmplete a Registratin f Cmplaints frm which is then frwarded t Sphia Irns in the Principalship Office Send a letter t the Principalship Office the Principalship Office - sphia.irns@barnfield.ac.uk If the Principalship Office receives a telephne cmplaint then the Cmplainant will be asked t put the cmplaint in writing Principalship Office will: Lg the cmplaint nt the electrnic lg Acknwledge the cmplaint in writing within three wrking days Infrm the Principal f the Cmplaint wh will then nminate an Investigating Officer, a member f the Curriculum Learner Experience Grup (CLEG) details f the cmplaint fr investigatin t the nminated Investigating Officer with a respnse required by date and fllw up fr prgress updates the relevant Directr and Prgramme Area Leader r Supprt Manager the details f the cmplaint The Investigating Officer will: Investigate the cmplaint and Sphia Irns in the Principalship Office any cmmunicatins with the cmplainant tgether with any supprting dcuments s the Principalship Office can update the electrnic lg Prvide a respnse / reslutin f the cmplaint t the Cmplainant, in writing, within ten wrking days f receiving the cmplaint (unless issues extend the investigatin perid - f which the cmplainant shuld be advised) Principalship Office will: Finalise the respnse t the Cmplainant, in writing, asking if the cmplaint has been reslved t their satisfactin. NO Cmplaint satisfactrily reslved? YES Lgged as cmpleted and signed ff Principalship Office keeps a recrd f the cmplaint and utcme fr reference / reprting purpses The cmplaint is referred t the Vice Principal fr reslutin wh will respnd t the Cmplainant, within five wrking days. The Vice Principal will: Investigate the cmplaint and respnd t the Cmplainant, in writing, within five wrking days f receiving the cmplaint (Unless issues extend the investigatin perid - f which the cmplainant shuld be advised) Sphia Irns in the Principalship Office any cmmunicatins with the cmplainant tgether with any supprting dcuments s the Principalship Office can update the electrnic lg Lgged as cmpleted and signed ff NO Cmplaint satisfactrily reslved? YES Principalship Office keeps a recrd f the cmplaint and utcme fr reference / reprting purpses The cmplainant can appeal, in writing, t the Principal within ten wrking days f being infrmed f the utcme when a final decisin will be made. A mnthly summary reprt f cmplaints will be prvided t the Senir Leadership Team (SLT) and annually reprted t the Bard f Gvernrs Cmpliments & Cmplaints Plicy and Prcedure May 2015